Freshworks · 1 day ago
Customer Success Manager
San Mateo, CA
Full-time
Hybrid
Senior Level, Lead/Staff
$147K/yr - $212K/yr
8+ years expFreshworks is a company that builds uncomplicated service software aimed at enhancing customer and employee experiences. They are seeking a Customer Success Manager to manage and grow key accounts, ensuring customer retention and driving product adoption while collaborating with internal teams to support customer success.
CRMInformation ServicesInformation TechnologySaaSSoftware
Responsibilities
Build and foster strong relationships with your portfolio of managing our Mid-Market & Enterprise segments customers to minimize churn and contraction and drive expansion by partnering with our customer's technical and business executive leadership team by proactively guiding customers' technical adoption journey and enabling them to deliver innovation and demonstrable business value to their end business users
Work with the Account Manager to manage all aspects of the account including defining account penetration, engagement, renewal and growth strategy
Proactively analyze customer’s product usage data and take necessary actions to mitigate risk, improve product adoption, business value outcomes and reduce churn. CSMs ensure successful renewal
Partner with customer-facing account teams and executives (Sales, Renewals, Advocacy, Professional Services, Product, Engineering, and partners) on overall platform success, to accelerate customer's time-to-value journey and to protect recurring renewal revenue and expand customer NRR (Net Retention Rate)
Develop and apply domain/technical knowledge of the Freshworks platform, our best practices, and customer insights to remove blockers and lead key resources, internally and externally, to proactively support customer's success plan
Act as the customer's first point of contact and liaison between customer and internal teams. Handle complaints, problems and escalations in timely, and effective manner
Facilitate, organize and lead regular customer meetings, product feedback sessions, quarterly business reviews
Travel as needed
Qualification
Required
8+ years' experience working in customer-facing technical roles (in Customer Success, consulting, or related discipline)
Experience in managing Mid-Market and/or Enterprise-level accounts
Experience working with multiple levels of customer stakeholders – technical admins, C-level executives, and procurement teams
Proven track record of identifying and collaborating on expansion opportunities and strategies with Sales and account teams
Proven track record of planning for a portfolio of engagements, on-time deliveries, cross-group collaboration, and critical thinking is required
Functional domain/technical knowledge of CX or EX solutions, best practices, and customer insights to remove blockers and lead key resources, internally and externally, to proactively support customer's success plan. Freshworks knowledge is a bonus
Proven ability to quickly grasp and distinctly explain technological and business concepts, including demonstrating SaaS functionality to customers
High-level understanding of enterprise architecture principles and familiarity with the IT application landscape common amongst Enterprise companies
Bachelor's Degree or equivalent career experience
Benefits
Multiple options for dental, medical, vision, disability and life insurances
Equity + ESPP
Flexible PTO
Flexible spending
Commuter benefits
Wellness benefits
Adoption and parental leave benefits
Company
Freshworks
Freshworks is building and delivering online cloud-based software-as-a-service that provides helpdesk support with automation solutions.
1001-5000 employees
H1B Sponsorship
Freshworks has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (22)
2024 (23)
2023 (7)
2022 (11)
2021 (10)
2020 (4)
Funding
Current Stage
Public CompanyTotal Funding
$484MKey Investors
Steadview CapitalPeak XV PartnersTiger Global Management
2021-09-21IPO
2020-01-01Secondary Market· $85M
2019-11-04Series H· $150M
Leadership Team
Dennis Woodside
CEO, President
Shan Krishnasamy
Co-founder and CTO
Recent News
2026-01-03
Small Business Trends
2025-12-31
Company data provided by crunchbase